Most of us use the telephone several times

题目内容：

Most of us use the telephone several times a day to talk with friends or make social arrangements. These calls are usually quite easy and require little planning.

Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.

If you want to ensure good public relations, you need to master effective telephone techniques.

You should try to give an impression of an efficient, friendly, progressive company eager to give good service.

Before calling

Choose the right time. Consider the cost, urgency and convenience. When calling overseas you need to consider the time difference.

Check the number. A great deal of money is wasted each year on dialing wrong numbers.

Plan your call. Make a list of points and questions to be raised.

Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”

If you have to ask a caller to hold on, keep going back and assuring him/ her that you will be as quick as possible.

Avoid interruptions. Call at a time when you are unlikely to be distracted.

During the call

Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday?”

Put a smile in your voice. Remember, your caller can’t see you, so use intonation to good effect and try to sound confident, decisive, helpful and interested.

Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.

Obtain feedback. Make sure that caller understands the message correctly, especially where deadlines and actions that are involved.

Be courteous. Finish by thanking the caller for his or her time and trouble.

After the call

Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.

Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do some immediately so that you do not forget important points.

1. What’s the main idea of this passage?

A. Using a telephone for business has strict rules.

B. While making a business phone call, you should be efficient first.

C. It’s necessary to learn how to use your phone for work.

D. The phone is playing a very important role in our daily life, especially in business.

2. Before calling, you have to ____.

A. stay at your company only. B. learn important data and figures by heart

C. get things ready for the communication D. choose the right time and place

3. What’s the meaning of the word “feedback”?

A. information B. present C. greetingD. reply

最佳答案：

小题1:C

小题2:C

小题3:D

答案解析：

略

考点核心：

人物传记类文章的文体特征：

人物传记是记叙文体的一种，主要描写某人的生平事迹、趣闻轶事、生活背景、个性特征、成长奋斗历程等，包含记叙文的时间、地点、人物、事件等要素。其特点是以时间的先后或事件的发展为主线，空间或逻辑线索贯穿文章始终，脉络清楚，可读性较强。